Susan Horne
Customer Service Representative
Lincolnton,NC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Virtual Customer Service Representative
LIVEOPS., INC
02.2023 - Current
- Answered live online chats to give quick answers and solve problems faster.
- Documented and updated customer records in Salesforce to record interactions and facilitate follow-up.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Answered live online chats to give quick answers and solve problems faster
- Monitored customer feedback and performance indicators to identify areas for improvement.
- Documented and updated customer records in Salesforce to record interactions and facilitate follow-up
- Maintained up-to-date knowledge of product and service changes
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
Virtual Customer Service Representative/GBA
OMNI INTERACTIONS
01.2021 - 04.2021
- Troubleshot and resolved online ordering issues and concerns to promote seamless ordering process for customers.
- Assisted clients with product questions to facilitate online ordering process.
- Developed and maintained knowledge of evolving products and services to accurately answer questions and make recommendations based on customer needs.
- Monitored customer feedback and performance indicators to identify areas for improvement
- Documented and updated customer records in Salesforce to record interactions and facilitate follow-up
- Responded proactively and positively to rapid change
Virtual Customer Service Representative
LIVEOPS., INC
01.2020 - 04.2020
- Met customer call guidelines for service levels, handle time, and productivity.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Documented and updated customer records in Salesforce to record interactions and facilitate follow-up
- Assisted clients with product questions to facilitate online ordering process
- Maintained up-to-date knowledge of product and service changes
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Responded proactively and positively to rapid change
- Monitored customer feedback and performance indicators to identify areas for improvement
Virtual Customer Service Representative
LIVEOPS., INC
01.2019 - 04.2019
- Resolved customer complaints by determining cause of problem, selecting best solution and expediting correction or adjustment.
- Helped customers navigate website to order TurboTax online for added convenience and access to larger inventory.
- Promoted available products and services to customers during service, account management, and order calls.
Education
Diploma - Secretarial Word Processing
Salisbury Business College
Salisbury, NC05.2019
Skills
- Customer Inquiry Management (CIM)
- Online chat
- Call center operations
- Customer retention
- Interaction documentation
- CRM
- Professional telephone demeanor
- Service standard compliance
- Complaint resolution
- Technical Support
- Creative problem solving
Quote
The bravest thing to do is be yourself.
UNKNOWN
Timeline
Virtual Customer Service Representative
LIVEOPS., INC
02.2023 - Current
Virtual Customer Service Representative/GBA
OMNI INTERACTIONS
01.2021 - 04.2021
Virtual Customer Service Representative
LIVEOPS., INC
01.2020 - 04.2020
Virtual Customer Service Representative
LIVEOPS., INC
01.2019 - 04.2019
Diploma - Secretarial Word Processing
Salisbury Business College
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